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Title
Slovak Telekom deploys the Olivia virtual assistant from Born Digital on voice and chat
…ponds quickly to technological progress and customer expectations. In response, the company implemented the Virtual Assistant Olivia, which, in combination with NLU and Conversational AI, solves customer requests daily via voice or chat. By implementing innovative technology, Slovak Telekom strengthened its positio…
Description
Slovak Telekom partnered with Born Digital to deploy Olivia, an NLU and conversational AI virtual assistant on voice and chat channels that identifies customer problems, routes them to the correct department and resolves simpler issues automatically. The source reports 3.5 million interactions handled yearly and 35% of all customer queries resolved directly by the assistant.
…3.5M interactions yearly 35% queries resolved 24/7 customer support The Impact Slovak Telekom’s partnership with Born Digital has transformed customer interactions, ensuring 24/7 availability and seamless omni-channel access. With reduced wait…
…esolve up to a third of customer interactions already in the Virtual Assistant. 3.5M interactions yearly 35% queries resolved 24/7 customer support The Impact Slovak Telekom’s partnership with Born Digital has transformed custo…
…an AI virtual assistant. Instead of waiting for an agent, the Virtual Assistant Olivia verifies and identifies the customer problem, and sends this information to the agent who can then follow up on it. According to the identified problem, Olivia can link to an expert in the subjec…
Company
Slovak Telekom
…ing CS PL Book a demo Slovak Telekom boosts customer service with AI automation Slovak Telekom, a subsidiary of Deutsche Telekom, is a telecommunications leader in Slovakia that responds quickly to technological progress and customer expectations. In r…
Country
Slovakia
…er service with AI automation Slovak Telekom, a subsidiary of Deutsche Telekom, is a telecommunications leader in Slovakia that responds quickly to technological progress and customer expectations. In r…
Industry
Telecommunications
…er service with AI automation Slovak Telekom, a subsidiary of Deutsche Telekom, is a telecommunications leader in Slovakia that responds quickly to technological progress and customer expectations. In r…
Problem
Customers of Slovak Telekom's service centers were often left waiting to be connected to an operator because agents were busy, so the company decided to remove this negative experience on first contact.
…o of services face a large number of incoming customer inquiries every day, but these customers are often left to wait to be connected to an operator because agents are busy. Slovak Telekom decided to eliminate this negative experience on first contact…
…are often left to wait to be connected to an operator because agents are busy. Slovak Telekom decided to eliminate this negative experience on first contact by deploying an AI virtual assistant. Instead of waiting for an agent, the Virtual Assistant Olivia verifies and iden…
Solution
Slovak Telekom built its own Virtual Assistant, Olivia, replacing the tree structure of IVRs on its customer centre, financial and technical support lines. Olivia verifies and identifies the customer's problem, passes it to an agent or links to an expert, and can resolve some simple problems itself, on both voice and chat. In 2023 a common number was introduced where a combination of NLU and ChatGPT identifies the right branch and department.
…channels: voice and chat. The Solution More than five years ago, Slovak Telekom decided to build its own Virtual Assistant, replacing the tree structure of IVRs on the lines of the customer centre, financial and technical support. The approach to the customer has changed so that we have stopped dictating the…
…e failure. It can also solve simple problems, using the same systems as agents. In 2023, we have introduced one common number for all residential customers 0800123456, where right from the start, when the customer says what they want to resolve, the combination of NLU and ChatGPT will make it even better to identify and put the customer in the right branch and the right department. A significant benefit of this solution is that we can resolve up to a third of…
Business value
The source says up to a third of customer interactions can be resolved in the virtual assistant, and reports 3.5M interactions yearly and 35% of queries resolved, with 24/7 availability and reduced waiting times.
…branch and the right department. A significant benefit of this solution is that we can resolve up to a third of customer interactions already in the Virtual Assistant. 3.5M interactions yearly 35% queries resolved 24/7 customer support The Impact…
…esolve up to a third of customer interactions already in the Virtual Assistant. 3.5M interactions yearly 35% queries resolved 24/7 customer support The Impact Slovak Telekom’s partnership with Born Digital has transformed custo…
…omer interactions, ensuring 24/7 availability and seamless omni-channel access. With reduced waiting times, customers can connect via voice or chat, complemented by convenient callbacks. The integrated chatbot, across Slovak Te…
AI capabilities
Conversational AI
…ions. In response, the company implemented the Virtual Assistant Olivia, which, in combination with NLU and Conversational AI, solves customer requests daily via voice or chat. By implementing innovative t…
Technology
Born Digital
…3.5M interactions yearly 35% queries resolved 24/7 customer support The Impact Slovak Telekom’s partnership with Born Digital has transformed customer interactions, ensuring 24/7 availability and seamless omni-channel access. With reduced wait…
Headline outcome
…esolve up to a third of customer interactions already in the Virtual Assistant. 3.5M interactions yearly 35% queries resolved 24/7 customer support The Impact Slovak Telekom’s partnership with Born Digital has transformed custo…
Use case type
Conversational assistant
…ponds quickly to technological progress and customer expectations. In response, the company implemented the Virtual Assistant Olivia, which, in combination with NLU and Conversational AI, solves customer requests…
